In today’s business world, where competition is high, customer satisfaction is of the greatest importance. Handling customer complaints quickly and well is important for keeping a good business image and keeping customers coming back.
This is where complaint management software comes in. These powerful tools speed up the process of resolving customer complaints, so businesses can deal with customer problems quickly and improve customer happiness overall.
In this blog post, we list the top 12 complaint management software options of 2023, with a focus on QuestionPro’s products. We’ll look at their features, benefits, and unique selling points to help you choose the best complaint management software for your business.
What is complaint management software?
Complaint management software is a specialized tool that helps businesses handle and solve customer issues in the best way possible. It makes the whole process of handling complaints easier, from the time a complaint is first sent in to the time it is finally resolved.
Most software has features like tracking complaints, ticketing systems, automated processes, analytics, and the ability to report. Complaint management software helps businesses handle customer complaints quickly, improve customer satisfaction, and improve the quality of service as a whole by centralizing complaint data and offering a structured approach.
The best complaint management software can help you keep track of all customer complaints in one place, whether they are sent by email or posted on a popular social media site.
With this tool, you can also:
- Prioritize important customer complaints
- Labels can be used to organize problems and tickets.
- Send complaints to different offices
- Find out who is doing what.
- Keep track of how well your team is doing.
Top 12 Complaint Management Software of 2023
Explore the top 12 complaint management software tools that are revolutionizing the way businesses handle customer grievances.
- QuestionPro:
QuestionPro offers a comprehensive complaint management solution that enables businesses to efficiently collect, analyze, and resolve customer complaints. Some of its key features include:
- User-friendly Interface: QuestionPro provides an intuitive and easy-to-use interface, making it simple for both customers and agents to navigate the complaint management process.
- Customizable Workflows: The software allows businesses to create customizable workflows that align with their specific complaint resolution processes. This ensures that complaints are handled consistently and efficiently.
- Automation Features: QuestionPro automates various aspects of complaint management, such as ticket routing, notifications, and follow-ups, reducing manual effort and improving response times.
- Real-time Reporting: The software offers real-time reporting and analytics, allowing businesses to gain valuable insights from customer feedback. This helps in identifying trends, tracking agent performance, and making data-driven improvements.
Benefits of QuestionPro:
- Streamlined complaint resolution processes
- Improved customer satisfaction
- Enhanced visibility into complaint data and analytics
- Greater efficiency through automation
- Data-driven decision-making
- Zendesk:
Zendesk is a popular customer service platform that includes a complaint management module. Some of its key features include:
- Ticket Management: Zendesk provides a centralized platform for managing customer complaints as tickets. Agents can assign, track, and prioritize tickets to ensure timely resolution.
- Automated Notifications: The software automates notifications to keep customers informed about the status of their complaints, providing transparency and reducing customer frustration.
- Knowledge Base: Zendesk’s knowledge base feature allows businesses to create self-service resources, empowering customers to find solutions to common issues independently.
Benefits of Zendesk:
- Efficient complaint tracking and management
- Proactive communication with customers
- Self-service options to empower customers
- Improved agent productivity and collaboration
- Freshdesk:
Freshdesk is a cloud-based complaint management software that focuses on improving customer support. Some of its key features include:
- Ticket Management: Freshdesk provides a ticket management system that allows businesses to track and prioritize complaints based on their severity and urgency.
- Automation: The software automates repetitive tasks such as ticket assignment, routing, and escalation, ensuring faster resolution times.
- Self-Service Options: Freshdesk offers a self-service portal where customers can access FAQs, knowledge base articles, and community forums to find answers to their queries.
Benefits of Freshdesk:
- Efficient complaint resolution through ticket management
- Automation of manual tasks for improved productivity
- Reduced support costs through self-service options
- Improved customer satisfaction through faster response times
- Salesforce Service Cloud:
Salesforce Service Cloud provides a comprehensive suite of customer service solutions, including complaint management. Some of its key features include:
- Case Management: Salesforce Service Cloud allows businesses to track and manage customer complaints as cases, ensuring consistent and efficient resolution.
- Knowledge Base: The software includes a knowledge base feature where businesses can create and share articles to help customers find solutions to common issues.
- Omni-channel Support: Salesforce Service Cloud offers support across multiple channels, such as email, phone, chat, and social media, ensuring a seamless and consistent customer experience.
Benefits of Salesforce Service Cloud:
- Centralized complaint management through case tracking
- Improved customer service across multiple channels
- Efficient knowledge sharing through the knowledge base
- Seamless integration with other Salesforce products
- ServiceNow:
ServiceNow offers a complaint management module as part of its IT service management suite. Some of its key features include:
- Complaint Tracking: ServiceNow provides a centralized platform for tracking and managing complaints, ensuring transparency and accountability.
- Workflow Automation: The software automates complaint resolution workflows, including task assignment, notifications, and approvals, streamlining the process.
- Reporting and Analytics: ServiceNow offers robust reporting and analytics capabilities, enabling businesses to gain insights into complaint data and make data-driven improvements.
Benefits of ServiceNow:
- Streamlined complaint resolution through automation
- Improved visibility into complaint data and analytics
- Enhanced accountability and transparency
- Scalable solution for large enterprises
- Zoho Desk:
Zoho Desk is a cloud-based help desk software that includes complaint management features. Some of its key features include:
- Ticket Management: Zoho Desk provides a ticketing system to track and manage complaints, ensuring efficient resolution and response times.
- Automation: The software automates routine tasks such as ticket assignment, categorization, and follow-ups, improving agent productivity.
- Customer Self-Service: Zoho Desk offers a self-service portal where customers can find answers to common queries and submit complaints, reducing the workload on support agents.
Benefits of Zoho Desk:
- Efficient complaint resolution through ticket management
- Increased agent productivity through automation
- Reduced support costs through self-service options
- Improved customer satisfaction through faster response times
- Jira Service Management:
Jira Service Management, formerly known as Jira Service Desk, is a complaint management software designed for IT service teams. Some of its key features include:
- Ticket Management: Jira Service Management provides a ticketing system for tracking and managing complaints, ensuring efficient resolution and response times.
- SLA Tracking: The software allows businesses to define service level agreements (SLAs) for complaint resolution and track compliance to ensure timely resolution.
- Automation: Jira Service Management automates routine tasks such as ticket routing, notifications, and escalations, improving efficiency and reducing manual effort.
Benefits of Jira Service Management:
- Efficient complaint resolution through ticket management
- SLA tracking for timely resolution
- Improved efficiency through task automation
- Seamless integration with other Atlassian products
- Microsoft Dynamics 365 Customer Service:
Microsoft Dynamics 365 Customer Service is a comprehensive customer service platform that includes complaint management functionality. Some of its key features include:
- Case Management: Microsoft Dynamics 365 allows businesses to manage and track customer complaints as cases, ensuring consistent resolution and follow-up.
- Knowledge Base: The software includes a knowledge base feature where businesses can create and share articles to help customers find answers to their queries.
- Omni-channel Support: Microsoft Dynamics 365 provides support across multiple channels, such as email, chat, phone, and social media, ensuring a seamless and consistent customer experience.
Benefits of Microsoft Dynamics 365 Customer Service:
- Centralized complaint management through case tracking
- Improved customer service across multiple channels
- Efficient knowledge sharing through the knowledge base
- Seamless integration with other Microsoft products
- Kayako:
Kayako is a complaint management software that focuses on delivering personalized customer support experiences. Some of its key features include:
- Ticket Management: Kayako provides a ticketing system for tracking and managing complaints, ensuring efficient resolution and response times.
- Live Chat: The software offers live chat functionality, enabling real-time communication between support agents and customers for immediate complaint resolution.
- Customer Self-Service: Kayako includes a self-service portal where customers can find answers to common queries and submit complaints independently, reducing the workload on support agents.
Benefits of Kayako:
- Efficient complaint resolution through ticket management
- Real-time communication through live chat
- Reduced support costs through self-service options
- Personalized customer support experiences
- SysAid:
SysAid is an IT service management software that includes complaint management capabilities. Some of its key features include:
- Ticket Management: SysAid provides a ticketing system for tracking and managing complaints, ensuring efficient resolution and response times.
- Automation: The software automates various aspects of complaint management, such as ticket routing, notifications, and escalations, improving efficiency and reducing manual effort.
- Asset Management: SysAid includes asset management features, allowing businesses to track and associate complaints with specific assets, facilitating faster resolution and minimizing downtime.
Benefits of SysAid:
- Efficient complaint resolution through ticket management
- Automation of routine tasks for improved productivity
- Streamlined asset management for faster issue resolution
- Comprehensive IT service management suite
- TeamSupport:
TeamSupport is a complaint management software designed for B2B companies. Some of its key features include:
- Ticket Management: TeamSupport provides a ticketing system for tracking and managing complaints, ensuring efficient resolution and response times.
- Customer Collaboration Tools: The software offers collaboration features that enable customers and support agents to communicate and work together to resolve complaints.
- Product Support: TeamSupport includes features specifically designed for product support, such as bug tracking, version control, and product documentation management.
Benefits of TeamSupport:
- Efficient complaint resolution through ticket management
- Improved collaboration between customers and support agents
- Streamlined product support processes
- Suitable for B2B customer support needs
- HappyFox:
HappyFox is a cloud-based complaint management software that offers features like ticket management, automation, and knowledge base. Some of its key features include:
- Ticket Management: HappyFox provides a ticketing system for tracking and managing complaints, ensuring efficient resolution and response times.
- Automation: The software automates routine tasks such as ticket assignment, notifications, and escalations, improving efficiency and reducing manual effort.
- Knowledge Base: HappyFox includes a knowledge base feature where businesses can create and share articles to help customers find answers to their queries.
Benefits of HappyFox:
- Efficient complaint resolution through ticket management
- Automation of repetitive tasks for improved productivity
- Enhanced customer self-service through the knowledge base
- Affordable pricing and ease of implementation
Conclusion
Choosing the right complaint management software is important for businesses that want to improve customer happiness and speed up the complaint resolution process. This piece talks about the top 12 complaint management software tools. These tools have a variety of features and can meet different business needs.
Whether you run a small business or a large company, investing in a complaint management software solution can help you handle customer complaints more effectively and give customers a better experience. Evaluate your organization’s goals and the features and benefits of each software to find the best fit.
